Customer Success Representative

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A great job-and a great future-awaits you at Smithfield Foods. We are an American food company with a leading position in packaged meats and fresh pork products. We’re looking for motivated people who want to join our team and grow lasting and meaningful careers with us. Apply Now!

Your Opportunity

Our team members receive industry-competitive salaries and are eligible for great benefits packages:

• Competitive Pay

• Comprehensive Health Insurance, Retirement Benefits and More

• Education benefit available to full and part time Smithfield team members on their first day of employment.

In addition, we offer opportunities for career growth, professional development, and tuition assistance.

Are you passionate about serving customers with excellence? If you answered yes, the Customer Success Representative role could be the position you've been looking for. When starting with this role, you will be in training for approximately 6-9 months. You will learn the core requirements of serving our customer base and sales and then slowly start taking on accounts. 

Core Responsibilities

• This role is accountable for guiding the life cycle of the order, from order entry into our system, until arrival with the customer.

• Proactively partner with Supply Planning and Demand Planning on resolutions when shortages are known. Obtain options for customer’s shortages and present details related to root cause, along with options for recovery.

• Collaborate with the transportation team obtaining on-going updates to provide the customer, sales, and broker (where applicable).

• Handle the late/light order approval process for late order requests to process and ship under standard lead time.

• Ensures all order management guidelines such as lead time, order minimums, order cut-off times, late order requests and changes are followed to minimize errors and maximize Supply Chain efficiency.

• Assists in managing Customer Master Data to ensure customer records are accurate and order entry is not delayed.

• Assists claims department on matters related to incorrect or rejected orders.

• Develop strong and trusted relationships with customers through timely and accurate communications.

• Manage a high volume of communication/requests, resolving issues in an accurate and timely manner.

• Maintain and update documents related to customer accounts.

• Conflict resolution: Learning the ability to defuse high pressure situations and remain solutions driven.

• While working with the Training Manager, learning how to host calls with sales, various supply chain partners, and customers when issues/concerns arise.

• Accountable for promoting increased order size, direct plant shipments and various other customer programs/initiatives.

• Individuals will receive accounts slowly into the 6–9-month program. 

• Smaller and less complicated accounts will slowly be transitioned to individuals into their 6–9 month program.

• Learn about the Customer Success MBO’s and start to embed in day-to-day work, as example:

  • DPS – constantly look for opportunities to direct plant ship orders that are not defaulted.

  • Increase Truck Weight/Order size.

  • Full Pallet Improvement – always reach out to customers to move order quantities to full pallet levels.

  • OTIF – avoid fines from customers by filling on time & in full.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. May perform other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

• High School Diploma or General Education Degree (GED) and 2+ years’ relevant experience, required.

• Bachelor’s Degree, preferred.

• Knowledge of Microsoft Office, Outlook, Excel, and PowerPoint.

• Good ability to make decisions and problem-solving account management.

• Good written and verbal communication skills.

• Ability to accept constructive feedback.

• Sound ability to manage conflict.

• Must be able to multi-task with many competing day-to-day activities with competing priorities.

• Flexibility to adapt to a varied work schedule.

• Must be able to maintain a high level of confidentiality.

• Ability to work well with others in fast paced, dynamic environment.

• Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment.

• Requires travel, up to 10% of the time.

EEO/AA Information

Smithfield is an equal opportunity employer committed to workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, protected veterans status, status as a disabled individual or any other protected group status or non-job characteristic as directed by law.

If you are an individual with a disability and would like to request a reasonable accommodation for any part of the employment selection process, please call us at 757-357-1595.